Quality initiatives in the service sector: A case

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Abstract
Total quality management can be viewed as a systems approach that considers every interaction between the various elements of the organization. Its paradigm applies to all enterprises, both manufacturing and service. The operations and the challenges faced in service organizations are, however, vastly diff erent from those in manufacturing. This is highlighted by the intangible nature of the services and the difficulty in measuring the quality. The organization studied here is a consultancy and technology transfer wing (CTFW) in an educational institute of national importance. This study was primarily motivated by the nature of services provided by the CTFW and the perception among industries that quality may also be initiated at academic institutions. A SWOT analysis emphasizing the need for quality initiatives at the CTFW was carried out. Once the need was established, various tools such as customer surveys, brainstorming sessions and quality function deployment were applied to determine the present status of the CTFW on the quality management front. The findings formed the basis for suggestions on a framework for implementing quality initiatives at the CTFW .